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The relationship between boundary spanning behaviors and service quality, and the moderating effect of gender in outdoor-food franchising system  

Ahn, Kwan-Young (Department of Business Administration, Sangji University)
Publication Information
Journal of the Korea Safety Management & Science / v.11, no.2, 2009 , pp. 179-185 More about this Journal
Abstract
This paper reviewed the relationship between boundary spanning behaviors and service quality, and the moderating effect of gender. Based on the responses from 204 employees in outdoor-food franchising system, hierarchical regression analysis showed that service delivery has positive relationships with all service quality factors, and external representation and internal influence have partly positive relationship with them. Gender appeared to have partly moderating effect on the relationship between only internal influence and service quality.
Keywords
boundary spanning behavior; internal influence; external representation; service delivery; service quality; moderating effect;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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